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    Senior Group Manager - Quezon City, Pilipinas - WNS

    WNS
    WNS Quezon City, Pilipinas

    1 linggo ang nakalipas

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    Buong oras
    Paglalarawan
    Company Description

    WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.Why Join UsAt WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client's business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and enjoy wide variety of best in class benefits, Also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

    Job Description

    Primary Duties & Responsibilities
    • Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients
    • Driving people development by aligning to the Quality DNA program
    • Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management via Six Sigma & Lean Deployment
    • Drive SLA adherence / Customer CTQ by ensuring all parameters are met and corrective and preventive actions are taken
    • Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
    • SLA baselining, predictive SLA monitoring & reporting
    • Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement
    • Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits
    • Digitalization of Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
    • Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
    • Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential)
    • Foster a spirit of continuous learning & collaboration across teams

    Qualifications

    • Overall work experience of minimum 10 yrs.; minimum 6 yrs. experience in Quality
    • Experience in managing Quality for Healthcare clients for Voice and Back Office
    • Lean Six sigma Black Green/Belt certified
    • Experience in automation of aspects of Quality function
    • Knowledge & experience of Agile methodology & demonstrate a digital mindset
    • Should have analytical bent of mind along with lateral thinking.
    • Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and WNS Values
    • Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
    • Preferably with experience in US Clinical services programs
    • Should possess good analytical skills, communication and negotiation skills.
    • Self Starter, Confident, should be excellent in stake holder management (Internal & External) & Change Management
    • Team Handling Skills
    • Willing to travel across sites & locations within the country or abroad
    • Accuracy & integrity in data handling
    • Ability to work with people and teams of diversified / different priorities
    • Excellent knowledge of Excel, Word, Power point & Minitab
    • Excellent oral and written communication, skills and presentation skills, including the ability to handle interaction with facility personnel, providers, members and various internal departments in a professional manner
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